Marketplace Customer Support Specialist

This role is only open for candidates that are legally allowed to work within the Philippines

We are looking for Marketplace Customer Support Specialist. This role provides critical frontline support to maintain high customer satisfaction and platform compliance across TikTok Shop and other marketplaces (e.g., eBay). You’ll handle reactive customer inquiries while proactively collecting data to support strategic decisions. The position helps client move tactical work offshore for significant cost savings and a 24/7 operational advantage, leveraging Philippines-based marketplace expertise.

 

Responsibilities

• Provide reactive customer support via live chats, messages, and inquiries on TikTok Shop and other global marketplaces (e.g., handle fraud claims, order issues, product questions).
• Meet strict platform SLAs (e.g., respond to TikTok inquiries within 1 day – missing this trigger automatic customer refunds).
• Operate directly inside the TikTok app and other marketplace seller/creator tools for real-time support.
• Proactively collect and organize data (e.g., customer feedback, issue trends) to support QBRs, reporting, and strategic initiatives.
• Escalate complex issues appropriately while maintaining high CSAT and compliance.
• Document interactions, resolutions, and insights into shared systems for team visibility.
• Support 24/7 operational coverage in alignment with global team needs.

 

Requirements & Qualifications:

• 1–3 years’ experience in customer support or live chat/message management on e-commerce marketplaces (TikTok Shop, eBay, Shopee, Lazada, or Amazon strongly preferred).
• Proven ability to handle high-volume reactive support with strict SLAs and de-escalation skills.
• Strong written English communication (clear, professional, empathetic tone).
• Experience with marketplace tools/apps (especially TikTok seller/creator interfaces).
• Proactive mindset – ability to collect/analyze data for reports and identify trends.
• Detail-oriented with excellent time management and ability to prioritize under pressure.
• Familiarity with fraud claims, refunds, and platform policy enforcement.